Commercial Specialist

Haulio Pte Ltd; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Haulio Pte Ltd is seeking a Commercial Specialist in Singapore to own an assigned book of customer accounts, resolving service issues quickly and protecting retention. This role emphasizes retention and account health rather than outbound sales, with growth coming from strong service delivery.

You will perform regular check-ins, oversee renewal conversations, and surface cross-sell/upsell opportunities from interactions with customers and partners, contributing to the team’s revenue targets.

Qualifications

• Minimum 3 years in customer service, account coordination, or junior account management in logistics.
• Candidates with 10+ years will be considered for senior role.
• Diploma or degree in Business, Logistics, Supply Chain, or related field preferred.
• Ability to work independently and in a diverse team with a proactive mindset.

Responsibilities

• Own frontline management of an assigned book of customer accounts to resolve service issues quickly.
• Conduct regular check-ins with assigned accounts to surface issues before they become churn risks and manage renewal conversations.
• Identify cross-sell/upsell opportunities from service interactions and support pricing/quote requests for expansion volume.
• Maintain accurate CRM/ticket records for handover continuity and reporting.

Skills

Communication skills

Customer service

Account management

Sales & purchasing

CRM systems

Time management

Data analysis

Problem solving

Education

Diploma or degree in Business, Logistics or Supply Chain

Tools

CRM software

ERP software

Spreadsheets

Job description

Title: Commercial Specialist
Reports to: Commercial Manager
Team: Individual contributor, holds an assigned account portfolio but required to work in a team with a common team goal

Role Mandate

Frontline owner of an assigned book of customer accounts. Primary job is resolving service issues fast and protecting retention; commercial growth (cross-sell, upsell, renewal expansion) is expected to come from doing that well — not from outbound hunting or aggressive sales tactics. This is an account-farming role, not a business-development role.

Key Responsibilities

Retention & Account Health

• Monitor account health signals (usage patterns, complaint frequency, payment behavior) and flag at-risk accounts early.

• Conduct regular check-ins with assigned accounts to surface issues before they become churn risks.

• Manage renewal conversations for accounts within their portfolio.

Commercial Growth

• Recognize and act on organic cross-sell/upsell signals from service interactions (e.g., additional value-added services and showcase of Haulio Customer Portal & Haulio+)

• Support pricing/quote requests for expansion volume, review system generated pricings for anything outside standard terms.

• Selling across shippers & hauliers to build up both demand and supply pipeline as well as product level engagement

• Contribute to the team's aggregate revenue and commercial targets

Service & Ticket Resolution

• Own end-to-end resolution of service tickets for assigned accounts (tracking issues, POD, invoicing, exceptions) within SLA of customers

• Escalate and coordinate with outsourced truckers or internal fleet ops on issues requiring operational intervention.

• Maintain accurate CRM/ticket records for handover continuity and reporting.

KPIs

1. SLA adherence / ticket resolution time

2. Account retention / churn (within portfolio)

3. CSAT / NPS

4. Cross-sell/upsell contribution

Qualifications

• Candidates should possess strong Communication skills, including clear spoken and written communication and the ability to collaborate effectively with internal and external stakeholders.

• Candidates should possess Customer Service and Account Management skills to maintain relationships, handle inquiries, resolve issues, and support customer retention and satisfaction.

• Candidates should possess Sales and Purchasing skills to support commercial negotiations, prepare quotations, manage orders, and coordinate with vendors and partners.

• Strong organizational and time-management skills, with attention to detail and the ability to prioritize multiple commercial tasks in a fast-paced environment.

• Proficiency in using digital tools and platforms (e.g., CRM systems, spreadsheets, logistics or ERP software) and comfort working with data and reports.

• Require minimum 3 years relevant experience in customer service, account coordination, or junior account management, ideally in logistics/freight/supply chain or B2B. Comfortable in customer-facing, problem-solving conversations; commercial exposure is a plus, not a prerequisite. Candidate with more experience (10 years) will be considered as senior role.

• Diploma or degree in Business, Logistics, Supply Chain, or a related field is preferred, but equivalent practical experience will be considered.

• Ability to work independently and as part of a diverse team, with a proactive mindset and willingness to learn and adapt in a growing digital logistics environment.